Auto CC user(s) on Condition (Ticket Create)

Hi. I still did't figure out why I can't make it work with email_ccs, but I found out that by using additional_collaborators instead of collaborators, the existing CCs are preserved.

I hope this will help somebody...

Just a drawback: adding an agent will make him an invisible follower, it's pitty when you want him to reply directly to the requester. I suppose it's inherent to collaborator property. I tested disabling follower, but then the agent is not added at all...

Hi there !

I tried this method succesfully but indeed this replaces existing CCs. I read that email_ccs property is prefered to collaborators and that it doesn't remove existing CCs, so I tried an URL target with ticket[email_ccs] instead of ticket[collaborators] but it doesn't work. Any idea why ?

Otherwise, Mark's method is good for simple cases, but I have at least 6 different CC's upon the choice of a custom field, plus some others depending on a few other fields, so it looks like this will oblige me to multiply triggers and it won't be simple to update.

I successfully implemented this for my company, however it seems that migrating to the recently updated "CC/Followers experience" breaks this workflow. Any insight on if there is a simple fix/alteration to this workflow to continue auto-cc'ing external email addresses?

EDIT: Figured out a much simpler way to achieve this using an HTTP Target

URL : https://[your-url-prefix].zendesk.com/api/v2/tickets/{{ticket.id}}.json
Method : PUT
Content type : JSON

Then create a trigger with your relevant conditions (ticket is created, subject text contains the following string, etc.), and then the action is -

Notify Target : [HTTP target created with step above]

JSON Message :

{
"ticket": {
"email_ccs": [
{ "user_email": "john.smith@company.com", "user_name": "John Smith", "action": "put"},
{ "user_email": "jim.johnson@company.com", "user_name": "Jim Johnson", "action": "put"}
]
}
}

You can use further JSON language to automatically add comment text or tags based on your conditions, although adding tags requires a slightly different URL in a separate HTTP target.

Hi Uriel, 

Can you provide some screenshots of what you have setup in the various areas?  I think that will help narrow down where you are caught here. 

Got it. I was able to to create all the steps, but for some reason the trigger is not cc'ing the user with the added email address in step 3.

Hello, 

Are you triggering this from a trigger or via a Test Target on the Target page?  This would only work if it was initiated by a ticket change via a Trigger or Automation because it needs to data from the placeholders you have included in the URL. 

You screenshot make me think you are testing it from the Target page which won't work.

Gotcha. I copied the URL with the place holder and got the following error:

Thanks,

Uriel

Hi Uriel, 

The URL appears to be: https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[collaborators]={{dc.third_party_email_mobile_repairers}}. 

The Ticket ID is inserted via the {{ticket.id}} placeholder.  The original example also includes a placeholder for Dynamic Content that looks interchangeable with whatever placeholder you need to insert to include your own list of CCs. 

Hi Brett,

Thanks for your response. I was referring to the URL itself. Is the URL targeted to a specific ticket? 

Thanks,

Uriel

Hi Uriel,

In step 4 you would need to navigate to Admin(gear icon)>Settings>Extensions>Targets>Add Target>URL Target. Screenshot below:

You would input the URL mentioned above in the field I've highlighted but replace yourdomain with your Zendesk account subdomain.

Hope this helps!